Analyst and Audit Support Groups Supervisor

Overview The Franchise Tax Board (FTB) seeks an enthusiastic and organized Administrator I to lead the Analyst and Audit Support Groups within the Correspondence, Analysis, Support, and Education Section (CASES). The incumbent will oversee up to 20 professionals across multiple teams, guide the development of essential RACK content, and serve as a liaison on complex tax matters to support California taxpayers. Responsibilities The Senior Manager of Analyst and Audit Support will provide leadership for analytical specialists, technical experts, and contact center staff. Key duties include: Managing and mentoring multidisciplinary teams of up to 20 professionals. Overseeing administrative and business support for all contact center functions. Guiding the development of RACK content that includes law, policy, and compliance guidance. Representing the department on cross‑functional teams and serving as a liaison between practitioners, the public, and internal stakeholders. Additional responsibilities include workforce management, strategic planning, budgeting, and continuous improvement of processes. Desirable Qualifications Strong leadership skills, including the ability to inspire, motivate, mentor, and build diverse professional teams. Experience supervising multi‑disciplinary teams of analysts, specialists, auditors, and program staff. Strong organizational, time‑management, and workload‑planning skills. Experience coordinating and directing analytical activities, reporting functions, and business support operations. Knowledge of California state tax law, policy, and regulatory interpretation. Experience developing, writing, and maintaining procedures, content, or guidance documents. Strong verbal and written communication skills for interacting with internal teams, management, practitioners, and the public. Ability to serve as a liaison between multiple stakeholder groups and represent the organization on cross‑functional teams. Experience with contact center operations, workforce management (WFM), or Interactive Voice Response (IVR) systems. Ability to gather information, analyze workload trends, identify issues, and recommend appropriate actions. Experience preparing workload status reports, performance evaluations, and personnel actions. Demonstrated ability to participate in strategic planning and budget processes. Experience recruiting, selecting, and training professional staff. Adaptability to changes in a fast‑paced environment while meeting operational goals and quality customer service objectives. Customer‑focused problem solving with attention to detail and accuracy. Advanced analytical skills, including data analysis, trend identification, and development of data‑driven recommendations. Experience designing, developing, and maintaining SharePoint sites, libraries, lists, and workflows. Ability to gather business requirements and translate them into effective SharePoint solutions that support program operations. Involvement in diverse activities, program areas, or positions that enhance understanding and appreciation of the broader department perspective. Demonstrated performance encouraging positive relationships, high job satisfaction, and a supportive work environment. EEO Statement Equal Employment Opportunity: All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or protected veteran status. Contact the EEO Office at View phone number on click.appcast.io for any inquiries regarding equal employment opportunity or reasonable accommodations. #J-18808-Ljbffr